ComplaintsforKate Spade & Company
Womens Clothing
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Complaint Details
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Initial Complaint
03/30/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I purchased a bag on Feb 15th. I hadn't received the package within the promised time, so I contacted the company earlier this month (March, dont have the exact date). They told me my order was sent back due to damage with the packaging, and a refund will be issued on my PayPal within 5-7 business days, but might take 1 billing cycle to appear on my card (paid with card via PayPal). I was never contacted about my order being returned, until I reached out.It's been 4 weeks and still no refund. I shouldn't have to keep reaching out to this business to do what they promised! This is horrible.Business response
04/23/2022
Thank you for contacting **** spade ********.
We thank you for reaching out to us regarding a refund on order ******** as the package was returned to
sender. We have requested a refund for **$119.00 plus any applicable taxes to the customer's PayPal account. You may reference ID
number ******** for this request. The request was successful and the refund has been issued on 3/31/22.
An email notice was sent to the email address on record.Initial Complaint
03/28/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On February 5, 2022, I ordered a gold stainless steel Health Smartwatch 2 from Spade and Company. Order number #******. Price paid was $69.99. The watch was shipped on February 7, and received February 12. Within two weeks the watch was not recording data such as sleep, steps and heart rate. I used their site to troubleshoot. On March 4, 2022, I sent my first email after calling several times with no reply other than a recording. I told them about the issues I was having. I received 4 different email from 3 different people all telling me to do the exact troubleshooting I had already done repeatedly. I feel no one looked back at the other emails in the chain. It took about three days to receive an email back from them each time with the same suggestions. Finally the watch quit holding a charge. I last contacted them on March 16, 2022. I was told I could not get a refund because my request was not within the 30 days.Customer response
05/08/2022
Better Business Bureau:
At this time, I have not been contacted by **** Spade & Company regarding complaint ID ********.
Sincerely,
***************************Initial Complaint
03/24/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have a gift card for $61.38. I tried to use it today and it said invalid, when I called the number on the card it says balance $0. I tried calling the number for customer service and I follow the numbering sequence and then get hung up on. I would like the balance reinstated on my card. There is nothing on the card that states an expiry date. Card #****** *************Business response
03/24/2022
We have no record of the guest contacting ************* to resolve this previously. We will be reaching out to the guest now, to advise her we will re-issue a new Gift Card.Initial Complaint
03/21/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I recently ordered a Chelsea **** bag through **** Spade online for $127.33 but when the item arrived it was the wrong bag. The bag that arrived was the laurel *** ************************* currently listed for $139.00. When I told them what happened they agreed to send me the correct bag but required me to send back the wrong item or I would be charged for the wrong item they sent me. There is no policy on their website that states if I am sent a wrong item and they reship the corrected item that I have to send the wrong item back or Id be charged. According to the federal trade commission I shouldnt be charged for not sending back the wrong item. I told them this same information and they said their policy is that if I dont send back the I unordered item that I would be charged even if I didnt authorize the transaction. I asked the customer service where did they have this policy on their website, which they responded wasnt online but they do have a policy regarding this issue that they could request to have sent to me by email. The customer service member I spoke with was also unable to let me know how much I would be charged for the wrong item sent to me if I didnt return it.Initial Complaint
03/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a purse from **** Spade during their Black Friday sale. A few weeks ago a metal piece that holds the strap in place broke. I chatted with a representative online and the informed me the bag was still under warranty. Since the item was no longer in stock they offered to send me a return label and refund me for the item. I explained I wanted to bag fixed as I like it and asked if they had a way to repair the item. The representative told me they outsource repairs. They provided me with a mailing address to send my item and let me know that if I provide the order number the company will not **** me as the item was under warranty. I received an invoice from the repair company so I called **** Spade today (3/7/2022) and they informed me I was provided the wrong information. From what I gathered if I didn't accept the return then I was responsible for all payment for a repair. This is not what I was told and the representative informed me that she could see that chat and see that I was provided the wrong information. No supervisor was available to speak with me. I'm seeking a refund for the repair amount and the shipping I paid to send the bag to be repaired.Order number: ******** Reimbursement and screenshots are attached.$13.75 - shipping cost to send the bag to ***************** $53.00 - for the repair and shipping If **** Spade was willing to offer a refund for this item, there should be no issue with extending a refund for the amounts above back to my original form of payment. Especially since their representative provided the wrong information via chat.Business response
03/28/2022
This was resolved and we reimbursed the guest for the repair.Initial Complaint
03/01/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I've ordered at katespade.com, trusting that my package would arrive within 5-7 business days, AS STATED at the website, since I'm leaving to ****** soon. First they said it would take up to 30 days for the order to be delivered. I've tried to cancel. They said it was impossible because the items usually ships immediately after the purchase. No shipping so far. Then I was informed I would have the package by March 4th. I'm waiting, no updates. Then they say it's going to be 5-7 business days AFTER shipping. Seriously, I am tired. WORST CUSTOMER SERVICE EVER. I need updates. Site does not find me order number. Its just crazy.Business response
03/01/2022
The order was placed on a weekend, the 26th of February and takes 1-2 business days to ship. This order was shipped on 3/1/22 and takes 3-7 business days to deliver from the ship date on the order. We have reached out to the guest.Initial Complaint
02/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered a bag online with rush shipping and it never arrived. Called cust service and they said they would look into it. Two days pass and I didn't hear from them so I called again. I could tell the phone rep wasn't trained well and she couldn't wait to get me off the phone. She told me that they would be mailing out a replacement then I asked her for an email confirmation but she told me the company doesn't send emails for replacements. The following week I still never received anything and no email to track my shipment. I decide to chat and finally get an agent named ******** who did not help me at all. She offered no support or sympathy at all. She said that there was nothing they could do and told me to contact *** myself. I had a nearly $500 order missing and they couldn't even do the least bit of effort and call *** for me. I cannot believe that I am on the hook for this. Absolutely terrible customer service. Train and treat your employees better so they aren't so stressed and inefficient!Initial Complaint
02/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a wallet on 2/17/22. The shipping options said that I could get it delivered the next day if the order was placed before 9pm EST. As you can see from the Order confirmation, it was placed at 8:25pm EST. The notice that I got following the confirmation stated that my purchase would be delivered on 2/18/22. Later in the day, it stated that it would not be arriving until 2/21/22. I contacted the seller to see if they would be refunding part of the shipping payment as I paid extra for next day delivery and now that wouldn't be happening. The only answer they would give me is that if the purchase didn't arrive by 2/21/22 then to contact them and they would refund the shipping. But if it did arrive on that day then would still be charged the extra money for having it delivered on 2/18/22 even though that's not the date it arrived. I'm not asking for a product refund, or even a full shipping refund. They should refund the extra amount charged for next day delivery when they can't honor their own policyBusiness response
02/25/2022
We have refunded the guests $30.00 shipping charge in full and emailed the guest advising them of their refund as well.Initial Complaint
01/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dec 31 2021 Purchased a gift card ****** via **** Spade online, had a typo on the destination email, called to correct 3 days later, correction was not done, repeated process a week later and also no action taken, called again a week later to cancel order, was advised would get a refund in 24 hours, called again on Jan 13 2022, and was told told they would request refund once again and would take 3-5 business days, called again Jan 28 and was told would process the refund in an hour, called 3 hours later and once again i was told they would request it again and this time it would take 10 business days. None of these calls were followed up with any confirmation email or some sort of notice, so far just been lied to and never got my money back, the attached emails were the only communication i received, i attached a bit of the chat logBusiness response
02/10/2022
Guest contacted ************* to advise he changed his mind and no longer wanted the **Gift Card, after his initial contact to have the email address corrected and recent to the recipient. He asked to have the **Gift Card being refunded. His **Gift Card was devalued (funds removed) on 1/20/2022 and the refund was fully processed to his CC the morning of 1/30/22. An automated email was sent to his email address on file, once the refund was processed to his CC.Initial Complaint
01/19/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have requested a refund from **** Spade over 4x now. I spent $219.75 for 3 items with order ******** placed Dec 26th, 2021. They were out of stock on 2/3 items and did not immediately issue me the refund - I had to find out when I asked where my items were! Via email case ******** was created and I followed up several times since I purchased through a gift card. They said they would issue me the card but never did. Ten days later, I called and after speaking to a representative they asked to place me on a 1 minute hold. 8 minutes later, there was no response and I hung up. I'm a really loyal customer and I am so shocked at the horrible service and all the wasted time on my end.1. REFUND ME 2. You lost a lifelong customer Thank you.Customer response
03/02/2022
Better Business Bureau:
At this time, my complaint, ID ******** regarding **** Spade & Company has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
************************************************
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Customer Complaints Summary
117 total complaints in the last 3 years.
40 complaints closed in the last 12 months.